Case Study: Extra Space Storage achieves cross-channel agility with Quantum Metric

Extra Space Storage Embraces Cross-Channel Agility with Quantum Metric

Extra Space Storage, a major self-storage real estate investment trust, faced challenges in resolving customer support tickets for its digital suite due to a lack of contextual details. Their previous solution was limited and made it difficult to investigate and replicate user-reported issues effectively. This prompted them to seek a new approach with the vendor Quantum Metric.

Quantum Metric provided a platform that enabled Extra Space Storage's team to quickly pinpoint the root causes of digital experience issues. The solution helped them quantify problems, uncover unforeseen friction points like a specific user behavior involving the back button, and gain insights for their mobile app UX. Quantum Metric delivered significant results by saving development time, making issues instantly replicable, and providing the data needed to prioritize fixes and inform future A/B testing.

Extra Space Storage

Brian Van Ausdal

Senior Product Manager